Big changes are coming to Social Security’s phone lines—what it could mean for you
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If you’ve ever waited endlessly on hold with the Social Security Administration (SSA), you’re not alone.
Millions of Americans rely on the agency for help with their retirement or disability benefits—but getting through can be a real challenge.
Now, a major shift is in the works that could change how those phone calls go.
What’s behind the change, and how might it affect your next call?
Here’s what we know so far.
A response to growing delays
The SSA currently handles hundreds of thousands of calls each day.
In April, the agency averaged over 369,000 calls per day, with wait times often topping an hour and a half.
In January, the average hit 112 minutes, the highest yet this year.
Commissioner Frank Bisignano says the SSA is working to modernize how it handles calls, with a “massive technology effort” aimed at improving service.
In an interview with CBS News, he confirmed that artificial intelligence (AI) will soon be added to the agency’s phone system.
“We’re going to bring AI into the phone system,” he said.
“I intend it to be completed this year.”
Also read: Retirees on edge with “real and growing” anxiety about Social Security
How AI might make a difference
The new AI tools are being designed to help with everyday requests—like checking the status of a claim, updating an address, or answering common questions.
This would allow human agents to focus on more complex issues and, ideally, cut back on long wait times.
Bisignano described AI as a “great enabler” for SSA employees, especially as the agency moves forward with a planned 12% workforce reduction.
That would bring staff levels down to 50,000 employees, making technological support more important than ever.
Also read: Trump just dropped a Social Security update—Here’s what to know
Not comfortable with AI? You’ll still have options
Bisignano emphasized that people will still be able to get help the way they’re used to.
“We’re going to meet beneficiaries where they want to be,” he said. “You want to come into a field office, we’ll always be there. You want to meet us on the web, we will be there. You want to meet us on the phone—we’ll be there.”
Earlier this year, the SSA backed away from a plan to require in-person visits for identity verification, following public concerns that it would be burdensome for those in remote areas or unfamiliar with online tools.
Also read: New Social Security feature could save you time—but there’s a catch
Helpful tips while we wait
The SSA hasn’t yet shared exactly how or when AI will be rolled out, but the agency says changes are expected to be in place by the end of the year.
Until then, the best advice is to continue using the method that works for you—whether that’s calling, visiting a field office, or logging into ssa.gov.
Read next: A missed Social Security check can change everything—here’s how to protect yourself
Have you had a tough time getting through to the SSA lately? Are you hopeful that new technology could help—or do you prefer the old-fashioned way? Let us know what you think in the comments.
Millions of Americans rely on the agency for help with their retirement or disability benefits—but getting through can be a real challenge.
Now, a major shift is in the works that could change how those phone calls go.
What’s behind the change, and how might it affect your next call?
Here’s what we know so far.
A response to growing delays
The SSA currently handles hundreds of thousands of calls each day.
In April, the agency averaged over 369,000 calls per day, with wait times often topping an hour and a half.
In January, the average hit 112 minutes, the highest yet this year.
The Social Security Administration plans to modernize its phone system with AI by the end of 2024, aiming to ease long wait times for callers. Image Sources: YouTube / CBS Mornings.
Commissioner Frank Bisignano says the SSA is working to modernize how it handles calls, with a “massive technology effort” aimed at improving service.
In an interview with CBS News, he confirmed that artificial intelligence (AI) will soon be added to the agency’s phone system.
“We’re going to bring AI into the phone system,” he said.
“I intend it to be completed this year.”
Also read: Retirees on edge with “real and growing” anxiety about Social Security
How AI might make a difference
The new AI tools are being designed to help with everyday requests—like checking the status of a claim, updating an address, or answering common questions.
This would allow human agents to focus on more complex issues and, ideally, cut back on long wait times.
Bisignano described AI as a “great enabler” for SSA employees, especially as the agency moves forward with a planned 12% workforce reduction.
That would bring staff levels down to 50,000 employees, making technological support more important than ever.
Also read: Trump just dropped a Social Security update—Here’s what to know
Not comfortable with AI? You’ll still have options
Bisignano emphasized that people will still be able to get help the way they’re used to.
“We’re going to meet beneficiaries where they want to be,” he said. “You want to come into a field office, we’ll always be there. You want to meet us on the web, we will be there. You want to meet us on the phone—we’ll be there.”
Earlier this year, the SSA backed away from a plan to require in-person visits for identity verification, following public concerns that it would be burdensome for those in remote areas or unfamiliar with online tools.
Also read: New Social Security feature could save you time—but there’s a catch
Helpful tips while we wait
- Try calling early or late in the day to avoid peak times
- Have key documents ready before you call
- Explore online options at ssa.gov for common tasks
- Stay informed by checking for updates on SSA service changes
The SSA hasn’t yet shared exactly how or when AI will be rolled out, but the agency says changes are expected to be in place by the end of the year.
Until then, the best advice is to continue using the method that works for you—whether that’s calling, visiting a field office, or logging into ssa.gov.
Read next: A missed Social Security check can change everything—here’s how to protect yourself
Have you had a tough time getting through to the SSA lately? Are you hopeful that new technology could help—or do you prefer the old-fashioned way? Let us know what you think in the comments.
